Our goal is to provide you with the best possible services. If you are not satisfied with our services, we encourage you to let us know. This will allow us to understand and resolve your concerns as quickly as possible. We also encourage you to let us know if you have positive things you would like to say about our services. This helps us to know that our services are working well for you. 

How can I provide feedback or make a complaint?

You can do this by:

• Submitting your feedback or complaint online here
• Emailing us at: info@advancediversity.org.au
• Contacting us on (02) 9597 5455
• Completing a downloadable Feedback and Complaints Form and returning the form to us by handing it to a staff member, posting it to Suite 231, 7-11 The Avenue Hurstville, NSW, 2220 or emailing it to us at info@advancediversity.org.au

Where can I get help to give feedback or make a complaint?

• If you require an interpreter, let us know and we can arrange an interpreter to help you speak with us.  
• You can also reach out to the Translating and Interpreting Service (TIS) on 131 450.
• If you have a hearing or speech impairment, please reach out to the National Relay Service (NRS):

• • TTY/Voice (133 677)
  • Speak and Listen (1300 557 727)
  • SMS Relay (0423 677 767)

What should I include in my feedback or complaint?

• The reason for your feedback or complaint, the name of the program (if known), who was involved, when and what happened.
• The outcome you are seeking.
• Your contact details (name, phone number, email, residential address).

Can I make an anonymous complaint?

Yes, however, not knowing your name or other contact details may make it difficult for us to investigate your complaint as we can’t approach you for more information. It also means we can’t tell you about the outcome of our investigation. We encourage you to provide us with your name and contact details.

What happens after I provide feedback or make a complaint?

We will confirm within two working days that we have received your feedback. 

If you are providing positive feedback, we will forward your feedback to the relevant staff member or team providing the services you are providing feedback about.  

If you are making a complaint, we will investigate your complaint to understand what happened and why it occurred. This can include speaking with you and anyone who saw what happened or is able to provide information about what happened.

Once the investigation of your complaint is complete, we will contact you to discuss the outcome of the investigation and any action to be taken. We will explain the reasons for our decisions and your options for taking the matter further if you are not satisfied. We will address your concerns as soon as possible and aim to complete the investigation within 28 days. 

Protection from retribution

Any form of retribution by a staff member towards someone who makes a complaint is not tolerated by our organisation. If a staff member is found to have acted in retribution in any form, they will be subject to disciplinary action.

If you believe you have been, or are experiencing retribution for making a complaint, please let us know by emailing us at info@advancediversity.org.au and/or calling us on (02) 9597 5455. The matter will be forwarded to a Senior Manager and/or the Chief Executive Officer.

What happens if I’m not happy with the outcome of my complaint?

You can ask for a review by a member of our management team. This may be a Senior Manager or the Chief Executive Officer. If you are not happy with how the complaint has been addressed by our organisation, you can choose to lodge the complaint with an external regulatory organisation. You can do this at any stage of the complaint process.

External regulatory organisations:

Aged Care Quality and Safety Commission

Tel: 1800 951 822

Visit Making a complaint | Aged Care Quality and Safety Commission

National Disability Insurance Scheme 

Tel: 1800 800 110

Visit Feedback and complaints | NDIS

Ombudsman NSW 

Tel: 1800 451 524

Visit Online Complaint Form – NSW Ombudsman

Anti-Discrimination NSW

Tel: 1800 670 812

Visit: How to make a complaint – Anti-Discrimination New South Wales

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